User reply to incident emails generate new ticket
Hi, We are running SDP7 Build 7009 on SQL 2000
When a user creates a new incident, either via the servicedesk or via email (we use mail fetch) they get the standard email back to say that the incident has been created and the incident number.
Now, if the user replies to any of the system emails, or to an email a technician has sent via the servicedesk incident, then the users reply will create a new incident, rather than updating the existing incident.
Can anyone explain why this is happening, and how we can stop it?
Thanks
When a user creates a new incident, either via the servicedesk or via email (we use mail fetch) they get the standard email back to say that the incident has been created and the incident number.
Now, if the user replies to any of the system emails, or to an email a technician has sent via the servicedesk incident, then the users reply will create a new incident, rather than updating the existing incident.
Can anyone explain why this is happening, and how we can stop it?
Thanks
Topic Participants
Sinclair Parkinson
ebottum
Bradley Munsen
ServiceDesk Plus
marius iarca